Specialized Support Architecture for Prop Firms & BrokeragesIntercom · Zendesk · Discord
We take the trader tickets off your plate.
We build your complete prop firm help desk inside Intercom or Zendesk, writing bulletproof answer templates (macros), design assignment workflows, inboxes, and escalation trees. Then, our veteran desk specialists handle the support queues so you can step away from Discord and scale your firm.
Click any common high-friction prop firm scenario below to see how our workflows and macros answer it. Examples only, not a live inbox.
TR
Marcus_FX (Funded $100k)
MT5 Server Live-02 #89214
Critical
Incoming Trader Ticket
"My account got breached during CPI news! I was in profit and your server slipped me 35 pips which triggered max daily drawdown. This is a scam and I am going to charge back on Stripe if this is not reinstated right now!"
High Chargeback & Discord FUD Risk
Received via Intercom Live ChatAuto-tagged #priority
Macro [BREACH-AUDIT-NEWS-SLIPPAGE]
De-escalation Macro Response:
Hi Marcus, we pulled your exact server logs for ticket #89214 at 13:30:02 GMT. During CPI release, market spread widened across tier-1 liquidity providers to 4.2 pips. Your stop-out occurred because floating equity hit $94,880 against your $95,000 threshold. Here is the verified execution log and our news policy. The system executed correctly per the evaluation rules. If your rules allow a reset, we can add that offer in this same reply.
Actions Executed by Our Support Specialist:
Pulled MT5 tick-by-tick execution log
Verified spread widening against live liquidity
Attached the log for the dispute file
Reset offer only if your rules already allow it
Resolution Result:
Dispute closed in 4 mins · Retained as paying trader
Example only. Trader got the log, bought a reset, and did not file a chargeback.
We handle the messy, technical tickets generic support agencies can't touch.
With 6+ years in prop trading support, our team handles broker bridges, crypto transaction hashes, chargeback evidence, and strict rule enforcement.
Checkouts and chargebacks
Card declines and fee disputes. We check the payment record and send another link if the bank blocked it.
CardsDeclinesDisputes
Crypto deposits and payouts
Wrong coin, wrong network, or a payout with no transaction link. We check what was sent and ask the payment processor when it might be recoverable.
DepositsPayoutsProcessor
Breaches and the rule
Drawdown, news, and weekend rules. We reply with the account log so it stays a ticket, not a public argument.
DrawdownNewsServer log
MT4, MT5, cTrader, Match-Trader
Login trouble on MT4, MT5, cTrader, and others. We check if the account is active, then reset access.
MT5cTraderTradeLocker
Sumsub and KYC
ID and address checks that block a passed trader. We say what failed. You decide if it gets approved.
SumsubPersonaCountry rules
Discord
If a delay blows up in the public channel, we move it into Intercom or Zendesk and answer it there.
Public roomPrivate ticketOne update
THE FOUNDER BOTTOM LINE
Support isn't a cost center. It is your main retention engine.
When traders are ignored for 8 hours on a payout or breach ticket, they don't buy resets. They go to your competitor and leave a 1-star review on Trustpilot.
Reclaim 25–40 Founder Hours Every WeekStop waking up at 3:00 AM to check Discord mod pings or dispute payout tickets. We own the desk completely.
2.4x Higher Evaluation Repurchase RateFast, respectful de-escalations with courtesy reset vouchers convert angry breached traders into repeat evaluation buyers.
